COLLECTION DESTINATION OR REGION

You are currently set for collection in United States. Your FARFETCH credit will be paid in USD.

Log In / Register

FAQs

About Second Life

What is FARFETCH Second Life?

FARFETCH Second Life is a resale service that enables you to sell designer bags in exchange for FARFETCH credit.

Is this an official FARFETCH programme?

Yes. FARFETCH Second Life was originally launched in May 2019 in the UK, and will be available in the USA and the rest of the EU in October 2020.

What countries is this programme available in?

We currently support customers who reside in the following countries:

Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Slovakia, Slovenia, Spain, Sweden, United Kingdom, United States.

We hope to be able to expand the program to more countries in the near future.

Who can I contact if I have any issues or additional questions?

The FARFETCH customer service team will be happy to support you. You can contact us via email at secondlife@Farfetch.com, or by phone (see below). Please provide us with your submission number if you have one.

Our phone numbers are:

Europe: +44 (0) 20 3871 8540

USA: +1 347-913-9565

Working hours: Mon-Fri 9AM - 6PM GMT/EST

Please note our Customer Support is available in English only.

Getting and Accepting an Offer

Getting and Accepting an Offer

We currently only accept handbags from a selection of luxury brands. You can see the brands that we accept on our submission form, which you can find by selecting the “Brand” drop down on this page of the Second Life website.

Unfortunately we aren’t currently able to accept other leather goods, e.g. purses & belts.

Can I sell a bag that I didn’t originally purchase on FARFETCH?

Yes, your bag doesn’t have to be originally bought from FARFETCH. If your bag is on the list of accepted brands, you can sell it.

I've submitted my bag(s), when will I receive my quote? Why have I not received it yet?

We’ll send your quote within 2 business days (Monday to Friday, excluding public holidays).

If you haven’t received an email confirming your submission, or if it’s been longer than 2 business days since you received this email, please email us at secondlife@Farfetch.com, or by phone (see below). Please provide us with your submission number if you have one.

Our phone numbers are:

Europe: +44 (0) 20 3871 8540

USA: +1 347-913-9565

Working hours: Mon-Fri 9AM - 6PM GMT/EST

Please note our Customer Support is available in English only.

How is the price I'm quoted for my bag(s) determined?

The price quoted will be based on its resale value, condition, and style. Typically our customers receive between 30 - 60% of the original retail value, though this can be higher (for in-demand bags / bags in pristine condition) or lower (for less popular bags / bags that aren't in perfect condition). The price you’re quoted is the amount of money you’ll receive in FARFETCH credit - no commission, no costs!

We make our best effort to give you a competitive price, and we regularly benchmark the second-hand handbag market prices to ensure our customers receive the best price for their bag(s).

Will any fees be subtracted from the price that I am quoted?

No, the price that you are quoted is the amount that you’ll receive in FARFETCH credit.

What happens if I'm not happy with the price quoted?

We try to offer competitive trade-in prices so we hope that you’re happy with your quote. If not, unfortunately at this time all prices offered are final and are not subject to further negotiation. If you are not happy with your quote you can reject it by clicking "reject" on the offer page you were sent via email.

Can the original price I'm quoted change after you receive my bag(s)?

No, once you send your bag(s), the price will remain unchanged.

However, when we receive your bag(s) at our warehouse for physical inspection, if we find that it’s condition is materially different to what we were expecting based on the photos you submitted we will be unable to accept the bag(s) and will return it to you (at no cost to you). This situation can be prevented by providing accurate photos and information about your bag(s) in your initial submission.

How long is my quote valid for?

Our quotes are only valid for a limited time. If you’re happy with your offer please accept it as soon as possible. If you’re based in the USA your quote will be valid for 30 days, if you’re based in Europe your quote will be valid for 14 days.

If you still want to sell your bag after your offer has expired, re-submit the required information about your bag to receive a new quote.

How do I accept the quote that you have given me?

To accept a quote please go to “My Quotes” on the FARFETCH Second Life website and click ‘Accept’ next to the relevant quote. You have to complete this pick-up scheduling process in order to accept the quote. Once you have completed this process you’ll receive an email confirming your pick-up details.

Why have I been asked to send additional photos?

Our price offer is based on the photos you send us. Additional photos are sometimes needed to ensure we give you an accurate quote. In other cases, the photos submitted may not be clear enough for us to properly assess the condition of your bag(s).

If we’ve asked you to submit more photos, we’ll only be able to provide you a quote once those photos have been received.

How do I send in additional photos?

If we need additional photos we’ll email you to tell you which photos we need. You’ll just need to reply to the email with the requested photos attached. Once we receive these we’ll review them and then send you a quote.

How will FARFETCH assess the condition of my bag(s)?

We’ll assess the condition of your bag(s) from the photos you submit, and then by physically inspecting your bag(s) at our warehouse. For a better understanding of our condition criteria you may check our condition guidelines.

How do I know what size category my bag(s) falls into?

You can use the following dimensions:

XS: 20 x 17 x 13 cm

S: 25 x 19 x 15 cm

M: 30 x 21 x 17 cm

L: 35 x 23 x 18 cm

XL: 40 x 25 x 19 cm

Where can I see my previous submissions?

You can see both current and past submissions on “My Quotes” on the FARFETCH Second Life website. Submissions made before October 2020 won’t be visible here. This won’t affect the credit that you have from these submissions.

Sending Us Your Bag(s)

How do I send my bag(s) to FARFETCH? Are there any shipping costs?

Once you’ve accepted your quote, you’ll be asked to schedule a free pick-up for your bag(s). Please note that you have to complete this pick-up scheduling process in order to complete the quote acceptance process. Once you have completed this process you will receive an email confirming your pick-up details.

If you don’t complete this process and need to come back to schedule your pick-up, go to “My Quotes” on the FARFETCH Second Life website, click “accept” next to the relevant quote and then schedule your pick-up.

How should I package my bag(s) for pick-up?

Once you’re ready to send us your bag(s):

Empty your bag of its contents.

Wrap any exposed hardware in tissue paper or bubble wrap.

Make sure your bag is in a condition you’d like to receive it in.

Package your bag securely in your chosen packaging.

What’s the difference between the “Second Life packaging” and “Own packaging” option? How do I use each?

When sending in your bag(s) using the “Second Life packaging” option:

We’ll send you the packaging and a prepaid shipping label to your pick-up address. This should take 3-4 working days to arrive.

Once this has arrived, remove the original shipping label from the packaging, peel off the sticker with the pre-printed documents attached and stick this over the secured velcro strip to close, ensuring it’s clearly visible.

If you need a digital copy of the shipping label you can find this on “My Quotes” on the FARFETCH Second Life website.

When sending in your bag(s) using the “Own packaging” option:

Select packaging or a box of an appropriate size and close it securely to make sure that your bag(s) arrive at our warehouse without any damages.

We’ll make a prepaid shipping label available for you on “My Quotes” on the FARFETCH Second Life website. Print this shipping label and put it to your package ready for pick-up.

Where can I find my shipping label and shipping instructions?

You can find your shipping label by logging into your account on the FARFETCH Second Life website and navigating to the “My Quotes” page.

How can I reschedule my pick-up?

You can reschedule a pick-up by:

1. Contacting the shipping carrier directly.

If you’re based in Europe, please contact the DHL Express customer service team (there are different contact details for different European countries).

If you’re based in the USA, please use the UPS customer service team. Alternatively, you can also drop off your parcel at any UPS drop-off point.

2. Alternatively, contact the FARFETCH Second Life customer service team, either:

Email us at secondlife@Farfetch.com - let us know your preferred pick-up date and time. Make sure your preferred date is at least 2 days ahead of the date you contact us on.

Call us on:

Europe: +44 (0) 20 3871 8540

USA: +1 347-913-9565

Working hours: Mon-Fri 9AM - 6PM GMT/EST

Our Customer Support is available in English only.

Is there a way to track the shipment status of my bag(s)?

Yes. You can use the tracking ID provided via email to track your package.

If you’re based in Europe, please visit the DHL Express website to do this (there are different websites for different European countries).

If you’re based in Europe, please visit the DHL Express website to do this (there are different websites for different European countries).

If you’re based in the USA, please visit the UPS website to do this.

It can take up to 24 hours from your pick-up for the status of your shipment to update online.

Additionally, if you log into your account on the FARFETCH Second Life website and go to “My Quotes”, you’ll be able to see the status of your bag(s).

Where is my bag? How will I know when you have received it?

It normally takes between 2 to 10 days for us to receive a bag depending on your location. Shipping delays may occur over the weekend, during holidays, peak periods, and pandemics. You can track your bag(s) using the information provided under the “Is there a way of tracking my bag?” question above. Additionally, if you log into your account on the FARFETCH Second Life website and go to “My Quotes”, you’ll also be able to see the status of your bag(s).

We’ll notify you via email once your bag has been received.

What happens if my item is lost?

It sometimes takes longer than expected to deliver parcels, particularly at peak times, or during pandemics. You can track your bag(s) using the information provided under the “Is there a way of tracking my bag?” question above.

If you believe your item(s) may be lost and there have not been any updates on it’s shipment status for more than 3 days, contact our customer service team (see below for details).

Email: secondlife@Farfetch.com

Phone Europe: +44 (0) 20 3871 8540

Phone USA: +1 347-913-9565

Working hours: Mon-Fri 9AM - 6PM GMT/EST

How quickly do I need to send my bag(s) to FARFETCH?

There’s no set time period, so you can schedule it for whenever best suits you. However, the sooner we’re able to receive and process your bag(s), the sooner you’ll receive your FARFETCH credit.

What if I change my mind and decide that I want my bag(s) to be returned?

Unfortunately once you’ve accepted our quote and sent us your bag(s), we are unable to return them. We only proceed with orders once you have accepted our quote.

Bag Verification Process

What happens when you receive my bag(s)? How long does the process take?

When your bag(s) arrive at our warehouse we’ll send you an email. Your bag(s) will then go through our verification process, which can take up to 10 working days (Monday to Friday, excluding public holidays). As soon as your bag(s) has been successfully verified, your FARFETCH credit will be applied to your FARFETCH account.

What happens to my bag(s) if it doesn’t pass your verification process?

You’ll receive an email from us if your bag(s) don’t pass our verification process. Your bag(s) will then be shipped back to the pick-up address free of charge. When the bag(s) are delivered we’ll require a signature for tracking confirmation. This situation can be prevented by providing accurate photos and information about your bag(s) in your initial submission.

Why would my bag(s) not pass the verification process?

Your bag(s) may not pass our verification process if it’s different from what was expected based on the photos and information that you submitted. This can be prevented by providing accurate photos and information about your bag(s) in your initial submission.

Examples of reasons for rejection include:

Item condition is different than the initial photos or description suggested.

Item has damages or is missing hardware which were not disclosed in the initial submission.

Item has an odour which was not flagged in the initial submission.

Authenticity cannot be confirmed.

How do you authenticate bag(s)?

We work with in-house and third-party experts to ensure the authentication of the bag(s) we receive. We have a rigorous process to ensure that all bag(s) meet our authenticity standards.

Getting Paid for Your Bag(s)

How long will it take to get paid?

We will credit your FARFETCH account as soon as we have successfully received and verified your bag(s).

Once your bag(s) have arrived at our warehouse you should receive your credit within 10 working days (Monday to Friday, excluding public holidays). If you haven’t received your credit within this timeframe please contact us at secondlife@Farfetch.com.

How will I be paid? What is FARFETCH credit?

You’ll be paid in FARFETCH credit. This will automatically be applied to your FARFETCH account as soon as we have received your bag(s) and it has successfully passed our verification process.

FARFETCH credit is store credit. It can be used to purchase any items online at FARFETCH.com or via the FARFETCH app. You can choose to spend it all at once or across several purchases. There is no time period in which you have to spend your FARFETCH credit as they have no expiration date.

Why haven’t I received my FARFETCH credit yet?

If you haven’t received your FARFETCH credit yet, it is likely that your bag(s) are still being reviewed. You’ll receive an email notification as soon as your payment has been processed.

Can I transfer my FARFETCH credit to family or friends?

Unfortunately FARFETCH credit is not transferable.

How long will my FARFETCH credit be valid for?

Your FARFETCH credits have no expiration date.

How can I see how much credit I have?

Please log into your FARFETCH account and go to “Credits”. These credits will also be shown on the checkout page when you next make a purchase.

How do I use my credit?

No actions are required from you. Your FARFETCH credits will be automatically deducted at checkout on your next purchase.